Airport Operations & Customer Experience Lead

VIVO Defence Services; Abu Dhabi; On-site; AED 201,000 - 312,000; Full time

Job summary

Serco is seeking an Operations Supervisor for Abu Dhabi Airport to lead frontline airport operations and contact centre functions, overseeing a team of 60–75 staff with 5–7 direct reports. You will drive service standards and deliver WOW experiences across all touchpoints.

The ideal candidate will have 5+ years in supervisory operations or call centres, strong customer focus, and experience with CAFM/case management systems. Arabic is a plus; English fluency is essential.

Qualifications

• 5 years minimum experience in Supervisory Operations or Call Centre environment.
• Solid customer focus and customer relationship management experience.
• Proven experience in the use of computerised logging systems preferably a CAFM application.
• Excellent skills in using MS suite.
• Fluent in English (reading and writing); Arabic or other second language preferable.

Responsibilities

• Manage airport zones and contact centre operations ensuring service continuity 24/7.
• Coordinate passenger flow, call volumes and service demand across all channels.
• Act as first point of escalation for operational and customer issues.
• Ensure KPIs and SLAs are consistently achieved and not breached.
• Monitor team performance and implement corrective actions where required.
• Manage customer complaints and ensure resolution within agreed timelines.
• Lead, coach and mentor Team Leaders and staff to drive high performance.
• Conduct performance reviews, training and development sessions.
• Utilise CAFM / case management systems to maximise efficiency.
• Coordinate with stakeholders and coordinate critical issues when required.
• Ensure compliance with HSQE, information security and organisational policies.
• Promote and role model the Serco culture and values.

Skills

Customer focus

Team leadership

Communication skills

MS Office proficiency

Tools

CAFM / case management

MS Suite

Job description

Serco is seeking an Operations Supervisor for Abu Dhabi Airport to lead frontline airport operations and contact centre functions, overseeing a team of 60–75 staff with 5–7 direct reports. You will drive service standards and deliver WOW experiences across all touchpoints.

The ideal candidate will have 5+ years in supervisory operations or call centres, strong customer focus, and experience with CAFM/case management systems. Arabic is a plus; English fluency is essential.